The South African Social Security Agency (Sassa) says it is continuing to implement a range of measures to improve service delivery at its Bellville office in Cape Town following complaints about long queues and delays.
The agency's response comes after scores of people spent hours waiting outside the office on Wednesday, enduring cold weather as they sought assistance.
Clients have raised concerns over lengthy waiting times, recurring technical problems affecting Sassa's systems and poor communication.
Sassa acknowledged that its Bellville office serves a large and densely populated area, resulting in consistently high client volumes as demand for its services continues to grow.
In an effort to reduce congestion and improve efficiency, the agency said it has introduced a number of interventions, including enhanced queue management and early client assessments to ensure visitors are directed to the appropriate service points.
Additional officials and management personnel have also been deployed during peak periods to help process clients more efficiently.
The agency said it is further strengthening communication with beneficiaries while encouraging the use of online applications and other digital services where possible.
Sassa said the measures form part of its ongoing efforts to improve service delivery and provide practical, sustainable solutions to ease congestion and reduce waiting times at the Bellville office.